It is hardly surprising that when broadcasting network, NBC, released the pilot for outsourced, call center services are a mainstay in the outsourcing industry. It featured the call center setting with the premise of the story being that the US order taking call center was moved offshore into India. While the plot of the show outsourced is purely fiction, latest news among call center outsourcing companies do remind that no matter loosely. Outsourced is still based on real life. Nashville based call center outsourcing company, Sitel announced that it will be having off about 300 workers from its site in Erwin New York. The company opened its Erwin customer care center facility back in 2008., after the Empire State Development granted Sitel with $1.5 million plus $750,000 from the Governors Office for a small Cities.
The company also announced that they would be hiring at least 80 more people for its call center in the city of Las Cruces, New Mexico, citing that the recruitment drive the company will be undertaking to hire the 80 people that would be in support of its growing client portfolio. The Site; Site Director John Munoz further adds that they also expect continued growth through 2011 as they anticipate a new client’s business to Sitel’s Las Cruces call center.
To hire as much as 4,000 new contract center agents to provide customer service support, on top of the existing 12,000 strong workforce that the company currently employs in the Philippines. Sitel has posted an increase in revenue and clients have grown their businesses with them. The Sitel is not the only one to be doing layoffs and hiring. Xerox subsidiary ACS also announced that they are laying off about 60 people or 1 percent of its 6,000 strong workforce in the Philippines. The company announced on the 18th of October that the layoffs has a number of positions within the company has been deemed redundant. The company termed that the position redundant and superfluous that they are abolishing positions.
The company will be bidding farewall to 60 of its people, it announced on the 27th of October that is gaining 450 more. This timer in Colorado, where the company already employs around 1,600 people. After the announcement that it is hiring 325 people in Kentucky on the 20th. The news that really brought to mind the show outsourced is the recent news in the Philippines that its airline flag carries, Philippine Airlines is currently drawing fire from its employees which involves playing-off 600 employees and outsourcing job functions including outsourcing staple, call center services. With threats inside the office building especially since workers of the airline are now on strike, a scene that particularly comes to mind is when disgruntled employees were throwing bricks.
Most of the outsourcing companies are opening and expanding in the call center space, one thing though that the outsourcing industry has been able to prove is that it is a resilient business. Case in point is Indian outsourcer Bharti Airtel who announced on the 25 of October that it is partnering with fellow outsourcers, IBM, Tech Mahindra and Spanco, this is to create new call centers in Africa. While the Accenture just won a new contract on the 1st of November to provide among other services, call center support training to Olypus Memory Works.
REFERENCE:
http://www.blog.infinit-o.com/call-center-outsourcing-outsourced-moments/
